MYAWARE – Complaints Procedure:

Myaware takes all complaints very seriously. We will always aim to provide high quality services to you and your family and the organisations we work with. If we are not getting it right, please let us know.

How to make a complaint:

Please email us at [email protected]

Or you can write to our head office:

Myaware
The College Business Centre
Uttoxeter New Road
Derby
DE22 3WZ

In order for us to resolve your complaint quickly and effectively, please provide us with as much information as possible including any relevant documents and/or copies of correspondence. We may need to contact you if we require any additional information.

All complaints received will be dealt with confidentially and in accordance with the General Data Protection Regulations (GDPR).

How we will respond to your complaint:

We have a two-stage procedure for dealing with complaints.

Stage One

This is the first opportunity for us to resolve your dissatisfaction. On receipt of your complaint we will send you an acknowledgement within 5 working days.

We will then contact a senior manager from the most appropriate department and ask them to respond to your complaint. You will receive their response within 20 working days. The senior manager will describe how your complaint was investigated, the conclusions reached and any action taken as a result.

We expect the majority of complaints to be resolved at this stage.

Stage Two

If you are dissatisfied with the response at Stage One, you may request your complaint be escalated to the Board of Trustees. Your request together with all subsequent correspondence relating to it will then be forwarded to a responsible Trustee for review.

If you are still dissatisfied:

Following the above two-stage procedure, if you are still not happy with how we dealt with your complaint, you may wish to contact the relevant regulator.  These links will take you to external websites:

Fundraising complaints

Advertising complaints

Other serious complaints

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